Best practices benchmarking R&R policy benchmarking study
Best Practices: R&R Policy Benchmarking Study 2 CLIENT The client is a leading health insurance company in US
SUTHERLAND APPROACH A mix of primary and secondary research was used to execute the benchmarking exercise.
Responses were collected from 5-6 leading competitors by conducting telephonic interviews in the US
Responses were entered into a database that was screened and cleaned for developing
benchmarking report. In the report, every company’s R&R policy was discussed, followed by benchmarking section and policy recommendations
Further, HR scorecard was designed that facilitate the client to rate the employees on the suggested R&R programs
Client was experiencing unacceptable agent
turnover leading to higher than anticipated employee attrition. The overall performance of the support agents was also deemed lower than needed
The combination of these two primary
factors led the client to commission a study to benchmark rewards and recognition practices followed by similar companies
CLIENT ASK
Further, client mandated SGS to design
from scratch a new R&R policy by inculcating the best practices obtained from the benchmarking exercise in order to increase employee performance and retention
© 2016 Sutherland Global Services
CLIENT BENEFITS In the study presented to the client, it was suggested that most companies have a good mix of KPI and KPI+ nomination based awards & hence such a mix was recommended
Dinners/ lunch outings for the reward winners was the most favored non-monetary award
category. Trophies, mementos, certificates etc. also are critical recognition tools. Most companies favor ‘gift vouchers’ within monetary reward category
Further it was suggested that most critical metrics for performance measurement for the companies were “quality of the call” and “first call/issue resolution”
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Summary: Recognition medium Service Metrics Quality Matrices Town Halls
Company
Plaque/ memento
Certificates
Thank you email, e-card
Sutherland Global Services (New York)
Sutherland Global Services Inc (India)
Blue Cross & Blue Shield of Arizona
Blue Shield of California
Blue Cross & Blue Shield of Michigan
Company Delta Dental
•
Sutherland Global Services (New York) Blue Cross and Blue Shield of • Sutherland Excellus Global Services Inc (India) •
Blue Cross & Blue Shield of Arizona
Walls
Visiting cards/ golden id card
letter at home
Award classification
Award Type
Number of awards
KPI Driven Awards
Touch %age
14
•
8
• 1% to 2%
7
•
4%
3
1% to 2%
KPI+ Core values (Nomination) based Awards
0
2
Spot Awards
11
4
1
*Attendance based Awards 1
Tenure Based Awards
Non Monetary awards
1
1
Both (Monetary and non monetary)
0
8
14
0
1
0
2
1
0
1
6
1
•
Blue Shield of California
5
•
5%
1
3
0
0
1
0
5
•
Blue Cross & Blue Shield of Michigan
2
• •
Performance reward- 13% Spot rewards- 7%
1
0
1
0
0
1
1
•
Delta Dental
2
• •
Performance reward- 9% Spot rewards- 1%
1
0
1
0
0
1
1
•
Excellus Blue Cross & Blue Shield of
9
• •
1% to 2% Spot rewards- 10%
3
3
1
1
1
4
5
© 2016 Sutherland Global Services
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Proposed reward categories & evaluation criteria (2/2)
Award Category • Best customer service (Best call of the month)
Touch • One from every process
Frequency and Type • Monthly • KPI + nomination based
Evaluation Criteria Gate • Meets thresholds on each quality KPI
KPI/ Performance criteria • Acquired appreciations from the customer
Nomination • Team leader to nominate the best calls in his team • The voice file of the calls to be sent by team leader to screening committee for consideration • Customer e-mail sent
• Best hire of the rolling quarter (quarter one on the floor)
• One across all processes
• Attendance based awards
• To everyone who meets the gate and evaluation criteria
• KPI based
• 100% Attendance for the rolling quarter
• Top performer of the rolling quarter based on • TL must approve presentation of this consolidated score across the quarter award
• On-time every day • Employees who have been on calls for 12 weeks consecutively post training
• Tenure based awards (every 1 year) • Spot awards
• Monthly
• Monthly
• Consolidated score for the month meets threshold
• Present at work on all scheduled days for the rolling quarter
• Not applicable
• Maximum of 2 days of planned leave • On time everyday, max of 20 mints of informed delay for 1 day • Monthly
• Tenure should be continuous • Should have had at least one promotion every five years
•8% to 10%
•Not applicable • To be given by the team leader based on realization of agent’s small work task related day to day achievements • This could be given in any working day by the team leader/manager in front of team members
© 2016 Sutherland Global Services
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Proposed KPIs, Target & Consolidated Scores Calculation
Service Metrics
KPIs Weightage
Attendance 5%
Average call handling time (mints)
First call resolution/ issue resolution
15%
20%
Quality Matrices
Not Ready Time
Schedule of Availability/Deviat ion time
Quality of call
Accuracy
15%
5%
20%
20%
Points
Target 1 Unsatisfactory
80%
13 mts
70%
35%
50%
74%
70.0%
(10.00)
2 Needs Improvement
85%
11 mts
78%
30%
30%
80.5%
77.5%
(5.00)
3 Satisfactory/ meets
90%
9 mts
85%
25%
10%
87%
85%
0.00
4 Above Average
95%
7 mts
92.5%
20.0%
-10.0%
93.5%
92.5%
5.00
5 Outstanding
100%
5 mts
100%
15%
-30%
100%
100%
10.00
Example Scores Person 1
87%
12.53
79%
40.00%
8%
70%
65%
Person 2
90%
9.00
85%
25%
10%
87%
85%
Person 3
92%
9.73
94%
13%
-40%
92.10%
79%
Person 4
98%
5.00
87%
20%
-12%
97.50%
86.50%
Points Allocated Person 1
(3.0)
(8.8)
Person 2
-
-
(4.0) -
(10.0) -
0.5 -
(10.0) -
(10.0) -
(7.75) 0.00
Person 3
2.0
(1.8)
6.0
10.0
10.0
3.9
(4.0)
3.01
Person 4
8.0
10.0
1.3
5.1
5.5
8.1
1.0
5.02
•
The scores for each KPI are limited to –ve 10 and +ve 10. Even if a person performs better than the ‘outstanding’ score, he/she would get rewarded a max of 10 points (Ex: Person 3 has achieved a not-ready time of 13%. However, he would get a score of 10 and not above 10
•
Notice Person 2’s scores match with the rating of 3 (meets or satisfactory performance) and hence, he has 0 points
© 2016 Sutherland Global Services
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